Is there such a thing as a good phone company?


What I hear about American and British phone and cable companies is pretty appalling and my experience with such companies here in Australia is similar. I have put online some of my correspondence with three such companies as follows: TELSTRA, OPTUS, VODAFONE. I rather foolishly hope that others might learn from my bad experiences with the companies concerned and avoid some of the pitfalls. I have sometimes gone to quite extraordinary lengths to get the companies to address problems but even that has not always worked.

A story I heard today from my local cellphone retailer leads me to believe that the equipment providers are just as bad as the service providers. He tells me that some time ago he returned a cellphone to Nokia for repair under warranty. Rather incautiously, however, he left the memory stick in it when he sent it in.

When he got the phone back the memory stick had vanished. He asked for it back but was told it had been destroyed. Nokia had destroyed someone else's private property! He asked why. He was told that they did not inspect the content on the stick concerned but some sticks can have pornography on them so it is company policy to destroy the lot!

He took great umbrage at that and kept kicking at Nokia over it. Initially they would not even replace the stick pace any content on it. He eventually contacted the State Sales Manager, however, and pointed out that he was a retailer who did not HAVE to stock Nokia products. That breached the dam. They replaced the stick. It took him half a dozen calls over a period of months to get that result however.

Imagine how far up the creek you would be if you were just an ordinary customer who did not have a retailer onside! No apology for the lost content on the stick was ever received, of course.

Posted by John Ray.